Telecommunting: Hybrid
Travel Requirement: None
Clearance Level Must Be Able to Possess: Other
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: Other

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT Technology Shared Services (TSS) is your place! You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter.

At GDIT, people are our differentiator. As a Quality Analyst supporting VA ESDMS, you will be trusted to serve as a member of the team with the responsibility to ensure the highest level of quality to the VA customer through the performance of a dedicated focus on quality assurance for customer service and information accuracy. This individual will foster the quality assurance approach and plan across the program. This activity will require active engagement and implementation of regularly scheduled internal calibration sessions, monitoring customer interactions, analysis of quality data to identify trends, and communication of program quality performance. The successful candidate will have experience with quality assurance processes. The candidate will be a proactive agent for change, possess high energy, have a passion for quality, and be self-motivated. This role will be at the ITC in Bossier City, LA.

In this role, a typical day will include the responsibilities below:

Review live and recorded phone calls for customer service and information accuracy
Write effective, actionable feedback on customer interaction evaluations
Facilitate calibration sessions with internal employees and client representatives
Use quality data to make recommendations for improvements
Prioritize and meet contractual deadlines
Maintain a high level of confidentiality regarding employee information
Work independently and as part of a team
Communicate proactively any concerns/issues that will impact deliverables and/or business
Occasionally engage with customers via phone as needed

Required qualifications:

HS Diploma
1 or more years of experience in a Call Center role
Ability to acquire a Public Trust
Ability to multi-task, complete tasks without direct supervision, and function in a dynamic, fast-paced environment
Excellent verbal and written communication skills
Demonstrated experience working with MS Office Products (Word, Excel, Visio, PowerPoint, & Project)
6 months or more of experience working on the VA ESDMS Helpdesk

Preferred qualifications:

ITIL v.4 Certification
HDI-SCA Certification
Demonstrated experience communicating with senior level Government personnel, including agency executives
Demonstrated experience utilizing Quality Management Systems
Demonstrated experience with call playback software

WHAT GDIT CAN OFFER YOU:

Full-flex work week
401(k) with company match
Internal mobility team dedicated to helping you OWN YOUR CAREER!
Collaborative teams of highly motivated critical thinkers and innovators
An ability to make a real impact on the world around you

Applying for a career in GDIT’s Engagement Center is as easy as 1…2…3. To learn more about GDIT’s Help Desk or Call Center positions and our candidate application process please call 833-GDIT-123.

#VAESDEG

Salary Information
The likely hourly rate for this position is between $18.95 - $25.63. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Benefits Information
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
About Our Work
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Learn more about this Employer on their Career Site

VA ESDMS Quality Analyst